Video Testimonial Process: What You Can Expect on Filming Day
Why you should read: See how conversational intelligence can unearth the right insights to save countless hours and provide premium client experience at scale.
Our hero:
Head of product, Caleb & Brown
✔ 1000s of hours saved
✔ 100% of calls analyzed
High-quality, low-impact - when it comes to our video testimonial process, that's what we're all about. Years of experience has taught us that these are our client's highest priorities.
At Testimonial Hero, we completely understand how valuable your time is, so we put a lot of thought into streamlining our production process. As a result, we have a small, well-organized team who will keep you in the know, make the process effortless and deliver results you'll be proud to share.
This article will lay out the play-by-play so you and your customers know what to expect, from the day you sign on through to the delivery of content. Our aim is to provide all the information you need upfront and answer commonly asked questions.
Video Testimonial Process: Setting Expectations
We can appreciate that you need to know what you're getting yourself and your customer into. Setting expectations helps everyone, including ourselves, to have proper preparation and help the process run smoothly.
First and foremost, if you've been holding off on asking your customer for a video testimonial because you're not sure how to go about it without jeopardizing your relationship - here is a resource we put together to help.
How much time is required of my customer?
Typically, one hour to 90 minutes. This includes a 30-minute call before the day of recording and around an hour on the day of. Sometimes the hour of recording time is asynchronous, but that's usually all we need.
- Pre-Filming Briefing Call of 30 Minutes
- 30 Minute Interview Recording
- 30 Minute B-Roll Recording
How long will the Testimonial Hero team be on-site?
At the very most, the entire production process takes place on-site within three hours. This will depend on how many interviews we conduct on the day. For most customers, one or two people is the ideal amount to feature in a 90-120 second testimonial video.
How big is the team? Will recording disrupt the office environment?
Our low impact, compact crew typically consists of only 2 people, a producer and a videographer, working with 2 cameras. Testimonial Hero teams are purpose-built with quality and discretion in mind. Despite the small, lightweight production footprint, we use cutting edge, modern equipment of the highest quality.
We recommend sending a team-wide email letting everyone know what the filming is about and when it will take place. This way everyone is in the know and we can avoid disruption brought on by curiosity and surprise.
We understand the importance of discretion and are very careful not to take over the office. Rest assured, our team is going to take utmost care and attention.
Video Testimonial Process: Pre-Production Kick-Off Call
Prior to the day of recording, our creative director will hold a 30-minute briefing call with you and the testifying party. The purpose of this call is not only to go over the flow of the day and answer any questions but also to align on the story and messaging.
At this stage, we will have sent your customer the interview questions we signed off on together. This call is an opportunity to review these questions together so your customer feels at ease. Are they comfortable with answering these questions? Does everything make sense? Are there any extra details they would like to include? Do we feel the story is well conveyed through the messages provided in the answers? We will also want to confirm statistics, metrics, data points and any other details they may want to speak about.
Before we close the call, we'll discuss the flow of the day to help your customers better understand what will happen on the day of recording. These calls exist to ensure everyone feels good and is well prepared. There is no such thing as a silly question in this setting, we encourage everyone to bring forward any questions or concerns.
Flow of the Day
Phase 1: Crew Arrival and Setup
Our team of two arrives one hour before the interview time to scout the location, find the best spot to film the interview, and set up. The best locations for filming have a natural, authentic feel to them. A real office background like a lounge space or an open work setting looks much better on camera than a confined conference room. 
Here are some examples portraying the difference between a natural wide open space and a sterile, confined space.
If you pick out 2-3 quiet locations that fit the style you're going for, the crew will help you make the final decision to ensure wonderful footage is captured.
Phase 2: The Interview
Before the day of recording, you will receive a timetable similar to this one.
We will spend approximately 60 minutes recording with each interviewee. The first 30 minutes will be dedicated to the interview where the interviewee will answer the pre-discussed questions on camera. Then the next 30 minutes will be staging simple work scenes to capture b-roll footage.
If you have more than one interviewee, this timeline will be modified and might look more like this.
Phase 3: B-Roll Recording
B-roll footage adds a creative touch to your video testimonials and helps tell the story in a more engaging and impactful way. Our aim is not only to capture cutaways of teamwork and day-to-day business in the office environment, but also to make your customers look awesome! This is our opportunity to showcase the success your customers have had with your product.
We will spend approximately 30 minutes on recording b-roll (without audio) and we like for all interviewees to be available, but it's not the end world if they can't make it. Our producer will stage scenes around the office and provide guidance.
To give you an idea of what we'll be looking for, here are a few examples of great b-roll footage we've captured in other video testimonials:
- OneEleven Testimonial for Robin
- RESICAP Testimonial for NinjaRMM
- Sparrow Exteriors Testimonial for IKO
Phase 4: Crew Breakdown and Departure
After recording is finished, your customers are free to get back to work while our producer and videographer pack up quietly. This phase of the process is frictionless as our equipment is purposefully compact and our team is considerate of noise and disruption.
Rest assured, our team will make the entire process very easy on your customers. We take pride in creating a streamlined experience that is low-impact, fast and efficient, all while ensuring the footage captured produces a high-quality testimonial video you will be proud to share.
Don't just take our word for it - these short videos feature some of our satisfied clients talking about how low-impact the filming experience was for their customers.
Dan shares on:
Brokers no longer need to spend hours each week tagging conversations manually and adding notes after each call—ZRA does all that for them.
During customer calls, brokers, salespeople, and customer success agents can easily see AI-generated notes from previous interactions and continue the conversation, whether it involves offering the customer more information about a particular token or solving a simple troubleshooting issue like two-factor authentication.
Using ZRA has streamlined customer processes, from sales to customer service calls to onboarding. “When we go through a customer onboarding process, we need a lot of information from the customer to remain compliant,” Dan explains. “With Zoom Revenue Accelerator, our onboarding team can easily see what’s been collected and what’s missing.”
After each call, ZRA will automatically create a summary and generate a list of the next steps to complete the onboarding. “Our onboarding team can now save time. When engaging with a customer, they can focus and prioritize that customer conversation.”
With automatic, AI-enabled insights into customer calls, Caleb & Brown now uses the intelligence gathered from conversations to guide business decisions. “When we want to start a new customer acquisition campaign or explore a new business line, we have insights into what matters most to our customers,” Dan says. “We can adjust our acquisition strategy and the key messages we use in our comms to match what we see.”
ZRA makes data sharing between teams easier, so brokers can share customer feedback with product and engineering teams—something they couldn’t do easily before. “In the past, it was quite clunky to pull a clip or audio file to share with other teams. Now, they can easily search through transcripts and provide those snippets as text snippets. It’s been a huge improvement to our workflow,” Dan says.
The enhanced collaboration—furthered by the adoption of Zoom Chat and Zoom Meetings—has also improved security. Teams can communicate faster and use ZRA to share data and call recordings to identify bad actors and confirm client identities quickly.
"Our teams can look at the data and make sure the voice and conversation style matches previous conversations. The auto-generated transcript that ZRA provides makes it much easier to search previous conversations." — Dan Johnson, Head of product, Caleb & Brown
In addition to tightening security, ZRA has made it easier for Caleb & Brown to track potential compliance issues and conduct quality assurance.
Along with ZRA, Caleb & Brown adopted Zoom Phone.
As a distributed company with global teams, it was important to ensure that distance didn’t impact customer experience. According to Dan, their previous provider “had significant latency issues and delays in the conversation. It made conversations quite disjointed and felt very unnatural.”
Switching to Zoom Phone solved those issues, and with the seamless integration of ZRA, they’ve gained data analysis capabilities they didn’t have before.
Since they’ve started working with Zoom Phone and ZRA, Caleb & Brown has gathered valuable data from every single customer call. “Previously, only a fraction of those calls were analyzed and reviewed. Now it’s 100%, and our team doesn’t have to do anything—the software does it for us. It’s quite magical,” Dan says.
This analysis has led to significant time savings and given the team a deeper understanding of their customers.
“Understanding those conversations and what topics matter most to our customers at scale has been absolutely phenomenal. We can’t put an exact number on it, but days, months, years of work have been saved.” —Dan Johnson, Head of product, Caleb & Brown
Caleb & Brown have gotten so much value from Zoom Phone and ZRA that they’ve expanded their Zoom ecosystem.
One such integration involves Salesforce. ZRA integrates directly with Salesforce, which means agents no longer have to spend time searching for the information they need. When a customer calls, their profile pops on the screen, allowing agents and brokers to swiftly navigate through that customer's data for additional context for a particular request. “If a customer wants to update their address, for example, the agent can click see and change that information directly in Salesforce. The useability is phenomenal,” Dan says.
Another addition is Zoom Contact Center, which provides a better way for the global support team to service customers. Rather than having support team members to have unique phone numbers, they leverage intelligent routing to streamline call volume through a single phone number. This capability makes reporting much clearer, as it's easier for leadership to understand the types of conversations being had and who is having those conversations.
With so many solutions to offer, Zoom enables Caleb & Brown to improve productivity, know their customers better, and get deeper deal insights to drive more revenue.
“One of the biggest benefits of working with Zoom is their complete product line. Having one provider that you can go to for many solutions makes things quite easy.” —Dan Johnson, Head of product, Caleb & Brown
